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With the amount that RTA can do and the potential for human error, there may be a time you need some help navigating the system or fixing an error. You have already read the Knowledge Base articles and followed the instructions with no avail. It is now time to contact our When needing assistance in guiding the system or fixing an error beyond that of Knowledge Base, contact RTA's 5-Star support team.

Here is The following is how to submit a ticket to support and what to expect when contacting supportduring the process:

Submitting a Ticket

https://rtafleet.atlassian.net/servicedesk/customer/portal/2

Calling the Support Line

1. Call support at (800) 279-0549 (within US) or (623) 581-2447 (Global)

2. Our front desk or a support agent An RTA representative will ask for a brief summary of your the issue

3. They will create a ticket with the issue and your good contact information

4. You will get an email An email will follow shortly after confirming the ticket creation

Emailing Support

1. Send an email to support@rtafleet.com

2. Make the subject line a brief summary of the issue

3. In the body of the email add any additional information such as if the issue is in Web or Classic RTA

4. Include a the best contact information including: name, company name, and phone number for Support to reach youYou will get an email

5. An email will follow shortly after confirming the ticket creation

RTA Help Desk

1. Go to the RTA Help Desk Customer Portal and login

2. Click the link for Technical Support Request

3. Add a brief summary of the issue in the summary line

4. Add any additional detail or information in the description like if you are (example: Found in RTA Web or RTA Classic RTA)

5. Optional: Add a phone number if you would like to receive a call

6. Optional: Add a priority to the ticket (see Refer To Priority Levels) AnchorPriority-LevelsPriority-Levels

7. Select Send

8. You will get an email An email will follow shortly after confirming the ticket creation

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Working With Support

Once the ticket has been submitted you will receive a call back from , our support team will reach out via phone (or an email if no number was provided). Here is what to expect when working with a customer support agent

1. They will confirm the ticket information and ask for further details about your the issue

2. The customer support agent will assess the issue and one of the following will happen:

   1. They will walk you through give a walkthrough troubleshooting the issue or process

   2. They may ask to take over your the system and fix the issue (RDP Hosted or SAAS connection only)

   3. They need to escalate the ticket

   4. They need to look into your the system deeper (may require a callback)

3. If the issue requires follow-up, the agent will set up expectations and add notes to the ticket

4. If the Support hasn’t heard from you after requesting information, they may support agent requested information and has not heard back, they will reach out to check the ticket status

   

5. If the issue has been resolved they will close the ticket with notes

   

6. Call back or respond to the email if the ticket needs to be re-opened

Anchor
Priority-Levels Priority-Levels

Priority Levels

An issue has a priority level which indicates its importance. The currently defined priorities are listed below.

• Blocker - System wide outage impacting all or most users

• Critical - Partial or intermittent outage, loss of data, severe memory leak

• Major - Major loss of function, no workaround or workaround is difficult to use

• Minor - Minor loss of function, or other problem where easy workaround is present

• Trivial - Cosmetic problem like misspelt words or misaligned text

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